Customer is responsible for preparing (prior to the delivery of products to be used or serviced), maintaining, and/or updating as necessary, Customer site in accordance with the Teradata and/or third-party manufacturer specifications and for providing safe and adequate working conditions for Teradata’s maintenance personnel including clean commercial power, appropriate utility service, local telephone extensions and modems, and connectivity for Diagnostic Tools.
ServiceConnect™ and ServiceLink™
Teradata’s standard remote connectivity solution is ServiceConnect. Unless otherwise stated, Customer must allow Teradata ServiceConnect remote connectivity between Customer’s system and Teradata Support to enable remote support and other remote Services.
For some products with Software Only Support, Customer may utilize Teradata ServiceLink remote connectivity between Customer’s system and Teradata Support to enable remote support and other remote Services.
For support of some products, with written Teradata approval and subject to additional fees, Customer may provide a token free, high-speed business-to-business virtual private network connection between Customer system and Teradata Support. A high-speed connection must have a minimum speed of 128 kilobytes per second and should not require an exclusive SSL tunneling connection. If token access is a security requirement for remote connectivity in Customer environment, Teradata will charge additional fees if required to manage the tokens for Customer.
For support of certain Hadoop software products with Software Only Support running on non-Teradata hardware, Teradata ServiceConnect or Teradata ServiceLink remote connectivity are not required. At a minimum, Customer must allow WebEx or Secure Shell (SSH) type connections as requested by Teradata for support of these Products.
Customer must provide any login and passwords required to access the system remotely upon request from Teradata Support. Should Customer to refuse the installation or, at any time, not allow full utilization of a ServiceConnect, ServiceLink or a high- speed business-to-business connection, the price for delivering contracted services will be increased.
For integrated Teradata hardware and software platforms, in the event Customer does not allow Teradata ServiceConnect or Teradata ServiceLink remote connectivity when required for support, Customer will be subject to the greater of an annual fee of 2% of Customer’s total net Product purchase price, including any subsequent Product purchases which are maintained by Teradata, or $50,000, in addition to the annual Support fees. For Teradata Software-Only (e.g. TD_VMware or Do-It-Yourself Cloud), in the event Customer does not allow Teradata ServiceConnect or Teradata ServiceLink remote connectivity when required for support, Customer will be subject to the greater of an annual fee of 2% of Customer’s total net Software purchase price, including any subsequent Software Product purchases which are maintained by Teradata, or $25,000 (whichever is greater) in addition to the annual Support fees.
In the event Customer does not allow remote connectivity when required for Optional Services, such as Vantage Limited Upgrade and Teradata Success Services, Customer will be subject to additional support fees, including travel expenses for onsite services.
If Teradata Vital Infrastructure (TVI) is not fully enabled, Customer is responsible for notifying Teradata of all faults and alerts within 24 hours using Teradata Support and providing all event log information.
Product Moves, Adds, or Reinstatements
Moves, Adds, or Reinstatements
Customer will notify Teradata in writing at least 30 days before product is moved, added, or removed from service, or if Customer wishes to change the contracted hours of coverage. The notification must include the new location (with complete street address, city, state and zip/postal code, and new location number) and the effective date of the change. If Customer does not provide the required notice, Teradata retains the right to invoice Customer for Additional Services (as detailed below) resulting from any delays caused by such (including, for example, Teradata’s technician being dispatched to a wrong location).
For products previously covered under a maintenance & support order to be reinstated under a new maintenance & support order, regardless of service level or options selected, all lapsed maintenance & support fees and any applicable re-certification fees must be paid in full prior to products to be accepted for coverage. Equipment that has not been subject to Teradata warranty or that has not been maintained by Teradata for more than 90 days are subject to re-certification by Teradata for coverage under a maintenance & support order.